Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. As performance occurs at a very granular level, contact centers rely on a wide variety of performance metrics which are tied to high level business objectives and strategies. Share this page on: Tweet.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

CX Journey

APRIL 12, 2016

It was published on their blog on November 18, 2015. In my closing statement, I mentioned that I'd write about a channel that you may not think about when you’re making the transition and the transformation from multichannel to omnichannel experiences. SLAs (service level agreements) ought to be in place.

Multichannel 43

Multichannel Customer effort Airlines Education 43

Eptica

DECEMBER 7, 2015

Date: Monday, December 7, 2015 How APAC brands can improve the customer experience. Published on: December 07, 2015. However, given the complexity of today’s multichannel world, knowing where to begin with customer experience can appear daunting. 3 What is the customer impression? Do I feel satisfied after the interaction?

Customer Experience 48

Customer Experience Multichannel CRM Customer centricity 48